Road Toll Company Accused of Extortionate Fines Amid Payment Issues

A subscriber to Israel's Highway 6, operated by Derech Eretz, discovered approximately 5,000 shekels in accumulated charges, a significant portion of which were fines, due to an outdated payment method on his account. The customer, who stumbled upon the issue while checking his online account, claims he was not adequately notified about the escalating debt. After receiving an initial alert, he updated his credit card information, but was unaware that this update did not apply to his subscription's recurring payments. He asserts that despite the debt continuing to grow, he received no further phone calls from the company.

According to the customer, the core issue is how a company can allow a subscriber to continue using the toll road while payments fail and debt accumulates, without making a direct phone call to inform them. Derech Eretz reportedly offered to waive half the accumulated fines if the original travel charges were paid. The customer refused, arguing that while he accepts responsibility for the travel costs, he disputes the thousands of shekels in fines accrued under circumstances he claims he was unaware of.

Further details revealed that the company had notified the customer in May about a credit card issue. While the customer did update his credit card details online after this notification, a company representative explained that this update was only for a specific invoice and did not change the primary payment method associated with his subscription. The customer maintains he was unaware of this distinction and believed the problem was resolved. He argues that the company, seeing the failed payments continue after his update, should have made another direct contact.

Of the total 5,000 shekel debt, approximately 3,000 shekels were for travel and 2,000 shekels were fines and additional charges. The customer expressed that the fines felt like "gray market" extortion given the situation. He also noted that while he receives many suspicious SMS messages, a direct phone call would have been more effective, especially given the company's ability to see the ongoing payment failures. Derech Eretz stated that over 12 reminders were sent through various channels and that they offered a significant reduction in fines as a gesture of goodwill, which the customer declined.